How to contact your guests

Modified on Thu, 22 Aug at 4:11 PM

Travelnest handles all pre-booking enquiries from guests from all channels except for Airbnb and Booking.com. To find out how to handle guest communication for Airbnb or Booking.com channels please read our guide here.

For all the other channels such as Expedia, TripAdvisor Vrbo and Holidu once we have received a booking for your property, our team will send you a confirmation email and an SMS which contains all the relevant booking information including property name, dates booked, guest name and contact information.

You can also see guest information for each booking in your Travelnest account under bookings.

To make sure you're providing the best communication with your guests and reaching out at the appropriate times, just follow these simple steps:

Contact the guest directly to introduce yourself.
If you're listing your property with Travelnest on Airbnb and Booking.com, please use our Guest Messaging feature and download our app to communicate with your guests on the go.
Provide information on key things such as check-in/check-out times and house rules.
Confirm details of any security deposit, if this is required. Please note that Travelnest processes security deposits on your behalf for Airbnb and TripAdvisor only.
If you choose to list your property on other booking sites like Expedia, Vrbo or HomeToGo, please be aware that these channels do not currently offer security/damage deposit resolution or processing. For these booking sites, it is your responsibility, as the owner, to collect and manage security/damage deposits. Read more about how security deposits are handled and what to do if you need to make a claim here.
Outline any arrival instructions or the specific location of your property.
Share any specific booking terms and conditions with your guests.
Include any other information that would be useful to share with guests about your property e.g. accessibility, parking, whether the owner lives on-site, etc.
Use our Guest welcome email template or our Guest message templates to send all the information guests will be looking for.
We highly recommend reading our helpful guide on tips for guest communication to ensure you follow best practices, become a successful host, and maintain clear communication with your guests.